The Role:

We seek a growth-minded Customer Experience Manager to deliver a world-class customer experience to our clients. You’ll own retention and expansion, play a role in understanding and guiding customer onboarding, serve as the face of e-Courier for customers, lead communications around product rollouts, and drive adoption and NPS. You’ll have a pulse on customer needs and health across accounts. Internally, you’ll be the cross-functional owner of customer advocacy and issue resolution, working with Support, Product, Sales, Engineering, and Operations team members. Thanks to you, customers will rave about their experience and predictably grow with e-Courier

The ideal candidate works cross-functionally to drive issues to resolution, communicates skillfully and professionally with customers, dives deep on product, and has technical and revenue orientation. This role offers tremendous growth and leadership potential for a motivated individual.

• Has a deep motivation to retain and expand customers
• Develop a deep understanding of our products and customers
• Drive customer adoption, usage, and value
• Monitor customer health to predictably drive retention and identify expansion opportunities
• Collaborate with Product and Engineering to drive issue resolution, inform product enhancements, and roll out product features
• Collaborate with marketing, product, and support on customer communications
• Drive operationalization of customer onboarding processes
• Create and iterate on a low touch, medium touch and high touch customer engagement plans
• Leverage customer data and technology to prioritize and communicate effectively
• Develop repeatable, scalable processes for aligning with customer goals and engaging with various key stakeholders, including end users and decision makers

Qualifications:

We believe that no one meets 100% of the listed qualifications. We are less concerned about whether you’ve done everything on this list and more interested in identifying the right candidate who wants to join a connected, mission-driven, hard-working team of practitioners driven by creativity, curiosity, and a goal to change the world. If you feel like you meet most of the following qualifications, we encourage you to apply.

• 2+ years in Customer Success or Project Management functions, owning retention / expansion targets and / or implementation targets and methodology.
• A keen eye for opportunities to increase value for a customer through expansion
• Hard working and able to handle challenging situations
• Ability to persist through ambiguity and uncertainty with incomplete information
• Ability to create and execute processes for a growing business
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document issues for further escalation while serving as the customer’s advocate
• Genuine passion / experience in last mile logistics

Skills:

• Process driven with the ability to document, refine, and lead process
• Strong oral and written communication skills
  • Ability to collaborate cross-departmentally in a hybrid/remote work environment
  • Comfortable pushing back on difficult customer requests, while using negotiation skills to achieve a win/win outcome
• Well-organized with strong attention to detail
• Project/Program management skills
• Highly analytical with a bias towards thinking and communicating with data and KPIs
• Customer-advocacy mindset with a passion to provide a world-class experience and achieve the goals of our customers
• Experience with JIRA
• Bonus: Experience in SQL

Compensation

• Base compensation of $70,000 annual
• Medical, dental and vision healthcare coverage
• Discretionary PTO
• Tech career progression
• Paid parental leave
• 100% Remote